Dispute Policy

Overview

At Mel Connect we are committed towards ensuring that disputes are settled amicably by way of the above dispute resolution mechanisms and procedures. However, there may be some cases where both the Buyers and Sellers may face issues. At Mel Connect, we have a Dispute Resolution process in order to resolve disputes between Buyers and Sellers.

What is a 'dispute'?

A 'Dispute' can be defined as a disagreement between a Buyer and a Seller in connection with a transaction on the Platform.

How does a 'dispute' occur in the Marketplace?

Disputes are filed as a result of a disagreement between the Buyer and the Seller. Disputes arise out of an issue that is raised by either party not being completely satisfied with the resolution of their complaint/issue.

It is important that before a Buyer/Seller raises a dispute, they should attempt to solve the issue. Please note that whenever a Buyer raises a dispute, the Seller's payment for that order is put on hold immediately until the issue is resolved.

How is a 'dispute' created?

Whenever there is a disagreement, the Buyer can write to ________________, in order to raise a dispute. Disputes can be raised at a particular transaction level.

What are the various types of 'disputes'?

Following are the indicative examples of potential disputes:

1. Wrong item received
2. Item Not as described
3. Damaged or Seal broken on Product
4. Part/Accessory missing
5. Item not Compatible
6. Seller Description/Specification Wrong
7. Defective (Functional issues)
8. Product not working and Manufacturer claims invalid Invoice

In case the Seller rejects the return request of the Buyer, and Buyer raises a dispute, then Mel Services will try to mediate and resolve the dispute. If the dispute is resolved in favour of the Buyer, a refund is provided once the product is returned to the Seller. If the dispute is settled in favour of the Seller, Buyer is not entitled to any refund.

Buyer Eligibility and Restrictions

• Only the Buyers who have purchased the product on Mel Connectcan are eligible for raising dispute.
• Buyers can file a dispute within 7 days from the date of delivery of the product

Any damage or loss to the product after delivery will not be covered under this program and will completely be the Buyer's responsibility. Buyers should refuse to accept delivery if the item is damaged.

Blacklisted and Blocked Buyers are not entitled to raise any dispute via us.

Mel Connect shall at no point be responsible for any direct or indirect losses, expenses, costs of any nature whatsoever that may be incurred by any Buyer other than contractual liability.

Claims of the nature of 'Buyer remorse' (i.e. instances where products are bought by the Buyer by mistake or where the Buyer chooses to change his/her mind with regard to the product purchased by him) will not be entertained through this system.

Mel Connect reserves its right to initiate civil and/or criminal proceedings against a User who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Mel Connect may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that user and any related users.

Decisions made by Mel Connect under the Buyer Protection Program shall be final and binding on its Users.

Through this program, Mel Connect shall not entertain claims of Buyers who have incurred loss due to delayed shipment or delivery of the item by the Seller.

Mel Connect Customer Support Team may seek additional information / clarification from Buyer to facilitate resolution of the dispute. In the event Buyer does not respond with information / clarification sought within 10 days of such request, the dispute shall be auto-closed in favour of the Seller.

Email Abuse & Threat Policy

• Private communication, including email correspondence, is not regulated by Mel Connect. Mel Connect encourages its Users to be professional, courteous and respectful when communicating by email.
• However, Mel Connect will investigate and can take action on certain types of unwanted emails that violate Mel Connect policies.

Such instances:

• Threats of Bodily Harm - Mel Connect does not permit Users to send explicit threats of bodily harm.
• Misuse of Mel Connect System - Mel Connect allows Users to facilitate transactions through the Mel Connect system, but will investigate any misuse of this service.
• Spoof (Fake) email - Mel Connect will never ask you to provide sensitive information through email. In case you receive any spoof (fake) email, you are requested to report the same to Us through 'Contact Us' tab.
• Spam (Unsolicited Commercial email) - Mel Connect's spam policy applies only to unsolicited commercial messages sent by Mel Connect Users. Mel Connect Users are not allowed to send spam messages to other Users.
• Offers to Buy or Sell Outside of Mel Connect - Mel Connect prohibits email offers to buy or sell listed products outside of the Mel Connect Platform. Offers of this nature are a potential fraud risk for both Buyers and Sellers.
• Mel Connect policy prohibits user-to-user threats of physical harm via any method including, phone, email and on Our public message boards.
• Violations of this policy may result in a range of actions, including

• Limits on account privileges
• Account suspension
• Cancellation of listings
• Loss of special status